Troy Stevenson

VP & Global Head of Community OperationsUber

Troy Stevenson joined Uber in 2016 and he is the VP & Global Head of Community Operations at Uber. Previously, Troy led functions related to customer experience, support, insights and strategy at eBay and Charles Schwab. He began his career with the Boston Consulting Group, where he spent six years in BCG’s Chicago and New Zealand offices. He holds an MBA from the Wharton School and a BA from Northwestern University.

Why Troy?

Troy's role leading all community operations includes oversight of the many end-to-end touch points designed and delivered by Uber. This includes both in-person touch points with the Uber driver network through physical locations but also all of the contact center interactions with drivers and riders. His holistic view of customer experience provides an excellent example of why a culture of customer-centricity paired with executive oversight are key to success in the experience economy.

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

Why digital tools, such as AI, can foster greater empathy and human connection

What skills and attributes are important for the productive super-agent

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